Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +5 more states.

📋 Description

• Serve as the trusted advisor and primary executive contact for a select group of strategic clients.

• Establish deep, multi-layered relationships with the C-suite and senior leadership of customers.

• Proactively advise on customers’ long-term success strategies in alignment with their business goals.

• Collaborate to develop multi-year success plans linked to business outcomes and ROI.

• Lead Executive Business Reviews (EBRs/QBRs) with C-level decision-makers.

• Position Aline as an essential partner in the customers’ transformation or strategic initiatives.

• Collaborate with cross-functional teams throughout the customer journey to provide outstanding customer experiences.

• Monitor health metrics and proactively mitigate risks.

• Utilize data to predict renewals and offer strategic insights to customers and internally.

• Represent the voice of strategic customers internally, influencing product development and go-to-market strategies.

• Collaborate with Product, Marketing, and Services to co-develop solutions for complex enterprise requirements.

• Mentor and guide other Customer Success Managers (CSMs), sharing effective practices for executive engagement and strategic account management.

• Work cross-functionally to ensure seamless execution across onboarding, adoption, support, and renewals.

• Develop joint success metrics with customers and monitor/report progress at the executive level.

• Address escalations with promptness and tact, engaging internal executives as necessary.

⛳️ Requirements

• 7-10+ years of experience in Customer Success, Account Management, or Strategic Consulting roles.

• Proven track record of managing executive-level relationships with enterprise clients.

• Strong experience in navigating complex organizational structures.

• Successful management of multimillion-dollar Annual Recurring Revenue (ARR) accounts.

• Executive presence: capable of engaging and influencing CxO stakeholders with assurance.

• Experience utilizing a Customer Success Management Platform.

• Extensive knowledge of Customer Success best practices.

• Outstanding communication skills, with the ability to convey complex ideas and concepts clearly.

• Ability to thrive in a fast-paced, dynamic environment.

• Strong problem-solving abilities, with a proactive and solutions-driven mindset.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and growth.

• Collaborative and inclusive work culture.